Warranty Case Lifecycle

Warranty claims require careful handling to verify coverage and determine the best resolution. This guide covers the complete warranty case lifecycle in ReturnMate.

Warranty vs Standard Returns

Warranty claims differ from standard returns:

Warranty Lifecycle Stages

Warranty Status Flow

Submitted → Under Review → Approved/Denied
                            ↓
                     [If Approved]
                            ↓
              Awaiting Return → Received →
                            ↓
               Inspecting → Resolution Pending →
                            ↓
                 Repair/Replace/Refund →
                            ↓
                         Resolved

Creating Warranty Claims

Customer Portal

Customers can submit warranty claims through your return portal:

1. Customer selects "Warranty Claim" as return type
2. Enters product serial number
3. Describes the issue in detail
4. Uploads photos/videos of the defect
5. Submits for review

Staff-Created Claims

Staff can create warranty claims on behalf of customers:

1. Go to Warranty → New Claim
2. Search for customer or enter details
3. Enter product and serial information
4. Document the reported issue
5. Create the warranty case

📷

Warranty Claim Form

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Eligibility Verification

Automatic Checks

ReturnMate can automatically verify:

• Purchase date against warranty period
• Serial number validity
• Previous warranty claims on same product
• Product category warranty terms

Manual Review Required

Some claims need human review:

• High-value products
• Complex failure descriptions
• Borderline warranty period
• History of claims from customer

Warranty Statuses

Managing Warranty Cases

Warranty Dashboard

The warranty dashboard provides:

• Overview of open cases by status
• Cases approaching SLA
• Recent activity
• Key metrics

Case Details View

Each warranty case shows:

• Customer and product information
• Serial number and purchase details
• Issue description and photos
• Timeline of all activities
• Available actions

Communication Templates

Warranty Approved

Hi [Customer],

Good news! Your warranty claim for [Product] has been approved.

Claim Reference: [Warranty Number]

Next Steps:
1. We'll send you a prepaid shipping label
2. Pack the item securely and ship to us
3. We'll assess and repair/replace your product
4. Expected turnaround: 7-10 business days

Questions? Reply to this email.

Warranty Denied

Hi [Customer],

Thank you for your warranty claim for [Product].

After review, we're unable to cover this claim because:
[Reason - e.g., damage from misuse, outside warranty period]

Options available to you:
- Paid repair service: $X
- Trade-in program: X% credit toward new purchase
- Return the item for inspection fee reimbursement

Please let us know how you'd like to proceed.

Warranty Analytics

Track warranty performance:

Best Practices

• Document all warranty terms clearly
• Train team on warranty verification
• Communicate proactively with customers
• Track serial numbers for all warranty products
• Review claims data for product quality insights

Related Articles

• Serial Number Capture
• Diagnostics & Notes
• Repair Quotes